Why do knowledge answers differ between voice and digital channels?

Answer variations between voice and digital channels are expected because each channel uses a different prompting strategy optimized for its interaction style.

Prompts in voice channels are tuned to generate shorter, more concise responses.
Prompts in digital channels are configured to generate longer, more comprehensive answers.

The knowledge Preview widget does not simulate channel-specific prompting, so it does not reflect these differences.

Note: The Preview widget is intended for testing purposes. You are therefore recommended to perform end-to-end testing by connecting knowledge fabric configurations with the required touchpoint in your environment.

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